What is 24/7/365?

Emergency Services 24 hours a day means that we actually have crews working all of the time. We are staffed around the clock to help our customers. When you call us you get the owner within minutes who is prepared to dispatch crews immediately. Our building is staffed continually.

We never close is what we live by.

I personally took a call at 1:25 am last night and insured that our customer was taken care of and crews were immediately dispatched. I gave the customer in San Mateo my personal cell phone to be sure we could follow up and perform to his expectations.

We love to serve people in need. Call us anytime!

 Bay Area Disaster Relief
800-640-9536

Urgency, dose it make a difference?

The way I personally look at this business Urgency is everything. When you have water or sewage running into your house you want it taken care of NOW! I personally got a call last night at 1:30 am from a customer who had water coming into his home. Think of what he was feeling at that moment. His one overriding question was how soon would help arrive. I told him 60 minutes and he wanted to know if we could get there faster. We arrived on site by 2:25 am and stayed all night to be sure that the damage to his home would be kept to a minimum.

I am very proud of our employees that take emergency services so much to heart. It really is all about the customer and what they need.

It amazes me how our company attempts to do business with other people and they lack customer compassion. We strive every day to take care of the needs of our customers. A great amount of the time we succeed. Some people you just are not able to satisfy but we try and try to take care of their concerns.

With our company warranty means something. We honor our warranties and take care of our customers. It kind of goes back to a time honored tradition.

From the heart,

It is not about the fire, it's about the tennis shoes

I called one of my project managers tonight who had been working on a fire that happened last night. The entire home is burned out and the people are at a hotel.

Our project manager was not worried about rebuilding the home but was taking the fire victims son to a store so he could buy tennis shoes and a shirt to be able to go to work tonight.

Yes she helped get the job started by working through all of the particular details that we follow but I was very impressed with the level of caring that she provided people truly in need.

I am very proud of the caliber of employees who are truly caring such a time.

 Bay Area Disaster Relief
800-640-9536

Why close for nights and Weekends

We have so many crews working every night and every weekend we just decided,

"Why Close"

It just does not make sense for us to close when our customers need us 24 hours a day.

We now have Emergency Service and Construction Managers and crews working seven days a week. When you want a weekend appointment we will be there for you. We have managers working every day.

Our Emergency Crews are always working. Call us anytime.

We do not have working hours. We work when you need us.

 Bay Area Disaster Relief
800-640-9536

Clean or Nonsalvage Contents

When a fire affects your home the smoke permeates all of the belongings or what we call your contents.

The big question is do you clean all of the contents or do you declare them non-salvagaable and have the insurance company pay to replace them (this assumes you have the proper contents coverage). In most cases you will not receive the check until you can show receipts proving that you have purchased the items.

We at Bay Area Disaster Relief have specialized equipment to perform detailed cleaning of all but the most severely damaged items. We believe that you want to keep photos and family heirlooms. We believe that you want us to clean your most treasured items.
We provide value in the contents part of your insurance claim.

 Bay Area Disaster Relief
800-640-9536

24 Hour Estimates

Why wait for Scopes and Estimates. When you are looking for a complete scope of work with itemized pricing you want it now. The last thing you are looking for is an excuse of why it will take a week or more.

We will give you a complete scope and price now with urgency.

Give us a call.

 Bay Area Disaster Relief
800-640-9536

How long does it take for a drying company to show up at your home?

When you call a drying company (Restoration Company) to come to an emergency it should take no more than 60 total minutes from the time of your call to arrive at your home.

We see so many situations where the company called takes 3-4 hours or sometimes even over night. Today we saw a job where the emergency company didn't arrive until the next day and only sent a project manager to "sign the job". They still had not started two days later.

Call companies that will respond immediately. We actually take the word "Emergency" to heart.

 Bay Area Disaster Relief
800-640-9536

Adjuster Satisfaction Call

The following were notes from a call that a Top five Insurance Company Field adjuster made to our office.

The names will be removed for privacy

Bob Bxxxx from a top five insurance just called me to tell me that he stopped by the Kxxx job yesterday and the hardwood floor work we did was beautiful... just awesome.

Satisfied customers and third parties is our priority.

Donn Peacock
Owner

Structural Cleaning after a Fire

All surfaces that are affected within a home should be cleaned after a residential fire. This includes all of the fixtures such as lights, plumbing fixtures, appliances, walls, floors, tiles, counters.

The home should be deodorized to eliminate odors that will occur as climate changes affect the area.

In the event the heating system was cycling air through the system during the fire the heating system would need to be thoroughly cleaned at the same time.

The extent of cleaning and repair will dictate weather a pack out of the home is necessary.

Donn Peacock
Owner

Packout of Personal Property in a Residential Fire

When the inside of your home suffers a fire loss with smoke present throughout the home a cleaning of all contents is vital. Smoke is attracted to cool places within the home, not only other rooms but plug sockets, closets, the attic to name a few.

The home needs to be "Packed Out" and all of the items within the home professionally cleaned. The process includes, inventory of all items, packing of items, moving into a truck to transport, moving from truck to contents cleaning facility, unpacking, cleaning of the items, repacking, storage of items until the repair within the home is completed, packing the truck with items for return, moving of items back into the home, reset of all personal property.

This is a time consuming meticulous process. You need to be sure all of the individual processes are completed properly in order to restore your belongings to pre loss condition.

Donn Peacock
Owner

First day of your fire loss

When you suffer a major home or business fire people will "come out of the woodwork." Not all are there to help you. Some say they are but merely are there to get a percentage of the loss with no physical effort. Be careful of the loud and boisterous who claim things but are not there to work.

Look to who can actually get something done and stay away from the people who claim they can help you but only talk the game. Do the talkers (usually in a suit and tie not work clothes) actually employ anyone? Or do they just tell you how the people who are physically getting something done are all wrong.

Look to capacity and presence. Look to see if the people "hanging around and talking" actually have a web site or are they hiding from something. We on the other hand are transparent. You can go to our website and see who we are.

If you are not able to find the person on a public website you should decline from doing business with them for a multitude of reasons.

Donn Peacock
Owner

How important is critical mass

Critical mass in business breaks down to the number of employees and the amount of equipment a company maintains in your area.

We have critical mass from San Jose to San Francisco. We have trucks and equipment all over the service area every day. How does this help you? We can have workers on the job quickly. We can maintain our scheduling to better serve you.

Our trucks and equipment are never far from your home or business.

Donn Peacock
Owner

Insist on doing business with a strong service provider

Today there are many businesses that have been weakened by the economy. The level of service they were able to supply 2-6 months ago may not be what they can provide today.

Look at the current business capabilities of your service provider and then make your choice.

Donn Peacock
Owner

Why do we mitigate business loss quickly

Most business owners have business interruption insurance. In the event of a flood or fire the insurance will pay you for any lost business income.

We mitigate quickly because there are many instances that you will not be able to tell what business you actually lost in the process. We have worked for high tech shops that need to turn orders around quickly. If your customer goes to another vendor they may like the new vendor and you will not get the next order.

A quick mitigation will keep you in business and not interrupt the flow of the customers to you as a vendor.

Donn Peacock
Owner

Why should you use a full service provider for your insurance repair

An insurance loss is not something that anyone plans. An accident happens and now you are left with a flooded or fire damaged home or building. You still have to "keep your day job." That means you do not have the time to also "run" the insurance work everyday.

Insurance contracts state that you only need one price as long as it is a fair price. You, the owner, are not required to "bid out" the job to more than one vendor. The insurance adjuster can see that the price is fair by adjusting the claim through the use of Xactimate unit pricing. (The industry standard)

The insurance contract also provides for you to use a general contractor and the insurance company is required to pay the contractors overhead and profit (usually 20%). You are not required to take time off work and manage the job.

At Paul Davis Restoration & Remodeling we perform all work in house and manage all aspects of the job for you. We are the only full service insurance restoration contractor in the market.

Call us to discuss our services.

Donn Peacock
Owner

Table Top Service Excellence

Insurance companies today sell many products to the same customers. Service across the board on all products they sell is an absolute requirement. This is the new buzz word in insurance "Table Top Product Service"

The Insurance repair programs have a list of service providers that they use. The service providers are in a rotation. The losses are assigned within the rotation. Some insurance companies are now just assigning losses to the top service provider. Second, Third and Fourth best service providers will not receive assignments.

When you have an insurance loss ask the insurance company for the top service provider, or better yet ask for the top three and look up their public websites. Who are these service providers? Are they the top service provider in the marketplace? Are they full service where you are making one telephone call for all of your needs?

Remember you have a choice and you should utilize it.

Donn Peacock
Owner

Manage your Insurance Adjuster

In the same manner that you manage your Insurance Restoration Contractor you must manage your insurance adjuster. The adjuster should be held to the same standard as all service providers.

Return calls promptly
Be aware of customer service issues
Settle the claim promptly
Be knowledgeable of the process of restoration
Utilize the highest quality vendor available in the market
Answer the phone during business hours
Keep the customers needs foremost in their minds and actions

All service providers are not cut from the same mold. This includes insurance adjusters, some are great and some are not.

We at Paul Davis Restoration & Remodeling will assist the insureds during the settlement of the claim.

Donn Peacock
Owner

Leadership

Leadership is accomplished by setting an example that people gauge as the best practice. Leadership is honesty beyond reproach. Leadership is how you act when the door is closed and the decision is only yours.

Leadership is mentoring those around you. Helping them learn the next step. Placing yourself and your time above the profit, putting those around you first. Leadership is developing people around you to their highest potential.

Leadership is caring for the least common denominator. Leadership is not worrying about who takes the credit. Leadership is being socially responsible personally and setting the company on a course of social responsibility.

Leadership is not only caring about the employee who works for you but caring about how your decisions affect each and every member of his or her family.

I personally aspire to be known as a leader.

Donn Peacock
Owner

Excellence in Customer Service breaks the good old boy network.

Yes nothing can break the bond with a customer that is formed from good old fashion customer service.

We were recently confronted by the good old boy network. We were working on a job with an elderly lady who absolutely loved our project manager who is a caring knowledgeable woman with excellent people skills. The independent adjuster is trying his best to dislodge us and bring his friends in to do the work. The customer will have none of it. She loves the project manager and calls her daily to chat about the job. Their relationship is genuine.

I love the project managers who work with me. You just have to love a caring heartfelt concern for the customer.

Donn Peacock
Owner

Service to the end

Our motto that hangs over the exit door to our building and the exit door to our training room.

"Service to the end"

Donn Peacock
Owner

Think of the customer first

Paul Davis Restoration & Remodeling was assigned a loss from an insurance company for a job in San Jose. Along with our assignment an independent adjuster had been assigned the loss. Paul Davis Restoration & Remodeling had immediately gone to the site, signed the job and started work. (As we are supposed to do). The customer was a little old lady (approximately 85 years old) and our Project manager was Christina who as you can see from other posts is extremely compassionate. The customer was very comfortable with Christina.

The independent adjuster decided that he was going to remove us from the job and bring in his friends. (For no good reason other than they were his buddies). This was upsetting to the customer and their was no need to perpetuate the good old boy network when we were already on site. The insurance company agreed with us and we stayed and continued helping our customer.

Yeah!!! A win for the good guys!

We always put the needs of the customer first.

Donn Peacock
Owner

Service from the heart

One of my project managers Christina was working for a woman who had been married for 60 years. Her husband died about six months ago and she had the obituary saved in her home. This was very important to her and included a picture of her husband whom she loved dearly and shared her life with.

The woman had a water loss in her home that we worked on. The obituary was destroyed during the loss and the woman was heartbroken. The woman had tried to replace the obituary but was not successful. Christina, our Project Manager, contacted the San Jose Mercury News and obtained a copy of the newspaper which included the obituary. She cut it out, laminated it and stopped by the woman's home to give it to her. The woman cried, the two of them had a hug fest and placed the copy on the mantle of her home. This is a moving experience that our project manager Christina performed. It demonstrates the caliber of person she is and how she truly cares for her customers as if they were family.

I love this story and I love the people who work for me.

You just can't teach compassion and caring.

Donn Peacock
Owner

Firefighters, military personel and police officers

These individuals are the backbone of our communities. They never receive enough credit or praise for putting their lives on the line. Next time you see them on duty performing the services that are so important to our communities and our country go up to them and say these simple words from your heart,

"Thank you for your service"

Donn Peacock
Owner

Third Party Damage

When a third party is working in your building and causes a major flood or fire we believe it is the best policy to complete the repair yourself as the building owner and have your insurance carrier subrogate back to the third party for payment of all expenses.

We believe that this is the best possible outcome for completing the repairs properly. You run the risk of the third party trying to complete the repair without doing a competent job. We have seen situations where the third party does not want to completely dry a wet building as they do not want to pay the proper cost of structural drying. It is much better to get your own professional who is working for you to ensure a proper repair.

Donn Peacock
Owner

Working with Professionals Makes a Difference

Many suppliers are not carrying stock on items needed in the construction of your home. We are finding this with carpet suppliers, tile suppliers, roofing suppers, plumbing suppliers and many suppliers of specialty items.

When you work with professionals like Paul Davis Restoration & Remodeling we stay on top of your schedule and the availability of materials. We have great relationships with suppliers who are able to carry product in stock.

These are trying times and it is important to work with professional companies who align themselves with professional supplier networks.

Donn Peacock
Owner

Evaluate the Restoration Company you hire

What is your first immpression when they drive up?

Are the trucks clean?

Are the employees in clean kept uniforms?

Do they have a clean organized place of business?

Do they have the confidence they can handle your situation?

Look at there online prescense. Do they have the experience that they can share with you?

Can they show you who they are through youtube or third party evaluations?

Are they trained in customer needs and customer service?

Are they focused on your job or are they on the phone solving some other problem?

Can they show you a two year history of satisfaction surveys that demonstrate their commitment to you, the consumer?

Evaluate the current service providers in the market and then look us up on line or drop by for a tour of our facility.

You will see who we are, we are an open book.

Donn Peacock
Owner

Renters Insurance

This is the best insurance value a renter can purchase.

We work on many many fires and so often we see the renter who has lost everything except the shirt on his/her back. No money to relocate, no money to replace the furniture, no money for the personal property, no money to clean the clothes.

Contact your agent and price this very inexpensive insurance.

Landlords should require this as well so that restoration can begin immediately. We have seen where the tenants have left their items in the damaged burned out property and the landlord has to pay to move and store the items until the tenant either declares the items nonsalvagable or moves the items out.

Renters Insurance is a savior.

Donn Peacock
Owner

A garage is a place for a car not a business

When you have a need you want to select the most highly respected can do business that sticks to schedules and budgets.

We are that company and ask you to visit us and see for yourself.

Drop by anytime. We will respect your decision.

Donn Peacock
Owner

Make your own choice

Due your due diligence and choose your own service provider. We are transparent as a company so you can view the inside of our operation and make up your mind on who you want to use. Our confidence level is high.

We are customer service oriented and rate every job we do. We strive for your satisfaction.

We have the absolute finest equipment made today to complete the job.

Our employees are the most technically trained with the most third party certifications in the market.

We are first to the site when you call.

We are a preferred service provider of Fire Departments and large property owners.

We stand by our work and our reputation.

Go to our website and watch our youtube videos. A picture is worth a thousand words.

Donn Peacock
Owner

Immediate Response is the Key

The minute we at Paul Davis Restoration & Remodeling are notified of an Emergency situation in a building or home we begin mobilizing trained people and equipment to the site. This could be a water release, fire, sewer backup, emergency call from a local fire department or flood.

We do not waste time. We are ready to mobilize immediately. We have learned this method from years of working with the San Jose Fire Department. We have taken this response tactic and utilized it throughout the Penninsula from San Jose to San Francisco.

This method drastically reduces the amount of damage that occurs.

We are trully a 24/7/365 company.

Donn Peacock
Owner

Transparency Demonstrates Confidence in the Delivery of the Customer Experience

We believe that you should compare us to other service providers. Search for both of us on the web and look at the service that is commited to.

What do you see?

Do they show work examples?

Do they show you there facility?

Do they show you their customer service board?

Do they show you their training facility?

Do they show you the company owned equipment?

Do they show you how your items are going to be cleaned and stored?

A picture is worth a thousand words.

Call us for a tour.

Donn Peacock
Owner

Hire the most qualified to help you through the process

We have done thousands of Insurance Restoration jobs in our 14 years. We are full service and do every aspect of the job in house. We know how the different functions interrelate. We will assist you to weave through the maze of issues. We will advise you every day through every decision for an excellent outcome.

We strive to get it right. Anything less would be a personal disappointment.

Call us, or better yet stop in anytime. You don't need an appointment because we want you to see how we work on a daily basis.

We are transparent.

Donn Peacock
Owner

Wet Floors??????

Of course you have to dry them and you need to do it quickly.

A wet building will eventually cause health problems. The floors will not dry by themselves especially if there is carpet. The pad under the carpet is wet and you need to dry it properly.

Wet hardwood floors? The water goes between the hardwood floors and the sub floor and will warp the floor and cause mold problems.

Drywall? The water will wick up the drywall like a sponge and needs to be properly dried. The water goes under the framing sill plate and must be dried or it will cause mold problems.

Call a professional.

Donn Peacock
Owner

National Franchise Award

Here is link to a local article about a national award received by the owner of Paul Davis Restoration & Remodeling.

http://www.santaclaraweekly.com/497.html


Donn Peacock
Owner

A handwritten note from a customer

I just received in the mail the following note from one of our satisfied customers.
(We keep the name private)

Dear Mr. Davis,

I am writing this note to you in regards to the excellent service that I received from Betty XXXXXXXXXX.

I appreciate her attention to detail and the prompt service that she provided. Betty is very professional, friendly, kind and easy to deal with and so was her workers. I am very pleased with the final outcome. She is an asset to your company and I will be very pleased to recommend her and your business in the future.

Please give her my warmest regards,

Thank you,

Sincerely Rita XXXX

Ask your insurance adjuster

Ask your insurance adjuster if they have seen our San Jose processing facility. Many will form opinions about companies that they express widely but yet have never really spent the time to see who those companies are and what they are about.

We teach Continuing Education credits to the insurance industry monthly and all who attend are truly amazed at who we are and what we do. We teach to show the insurance professional what the best industry practices are.

Encourage your insurance adjuster to visit us in person and they will see we are clearly the leaders in this industry.

This is why we have gone transparent. Judge for yourself.

Donn Peacock
Owner

youtube posting

We are diligently working to be transparent. We have filmed youtube segments of our San Jose Processing Facility and will be posting on our website soon.

Look and see who we are! We are the only Insurance Restoration Contractor in the Bay Area to go Transparent. This means we post everything about us on the web and our facility is open for tours five days a week.

We are proud of who we are and what we do.

Donn Peacock
Owner

Great Customer Service Advice

Do what you say you are going to do.

We at Paul Davis Restoration & Remodeling - San Jose to San Francisco live by this

Donn Peacock
Owner

Why Blog

We want you to get a feel for the type of company we are and for the quality of the people that work at Paul Davis Restoration & Remodeling-San Jose to San Francisco.

On our Blog we feel we can express ourselves and help to educate insureds about what they might face during the claim process and make a more informed decision on the company they select.

We feel confident if we take a position of transparency in all that we do you, the consumer, will feel at ease that we will be the company you should seriously consider selecting.

We are passionate about what we do and how you perceive the service we provide. We will be working for your rating of superiority throughout the claim process.

Donn Peacock
Owner

Going Green

We at Paul Davis Restoration & Remodeling are a green company.

We are recyclers and installers of green products. We believe it is important to be stewards of our environment. When materials are removed from your home or business we look to recycle all of the products that we possibly can.

One more way to fit in with our community and have our earth in mind in all that we do.

Donn Peacock
Owner

Here to serve

Our Insurance Restoration Project Managers are here to assist you in any way possible. We believe that any business relationship starts with service.

Your questions, our advice. A seasoned point of view that will assist your decision making process.

We believe if we keep our sights on total customer satisfaction that our clients will benefit as we will.

A true Win-Win relationship.

Donn Peacock
Owner

You get what you pay for

Look carefully and evaluate the company you are buying a property insurance policy from. Price is not always the only factor. What type of service will you receive when you file a claim. Is there a local adjuster in the area that will assist you on your claim? Are the adjusters knowledgeable and can you contact them throughout the claim process.

The highest cost policies will generally give you the best service and most likely give you the best claim considerations.

When do you file a claim

You need to estimate the total cost of the claim to see if the cost exceeds your deductable. It is always best to evaluate this first. The last thing you want to do is file a claim when you are under the deductable. You do not want this on your policy file.

Call us and we can assist you in evaluation so you can make an informed decision.

Donn Peacock
Owner

Why Yelp

Yelp comments are independent of the business. The owners have no right to change these comments made by our satisfied customers.

Donn Peacock
Owner

Review the "Scope of Work"

Insurance restoration professionals call the list of functions and pricing to complete a job the "Scope of Work".

This is detailed out, line item by line item and is measured by the "Unit". The unit of measure is the linial foot, square foot etc.

When comparing pricing you as the insured need to look at scope and not price. The Xactimate pricing is per the unit and is standard to the industry. A scope difference means you may not be getting everyting needed to complete the job. In the event the scopes match the price will be very very close.

Donn Peacock
Owner

Warranty Work

This is one of the most important parts of customer service. The biggest problem with contractors is that once paid they never come back.

We at Paul Davis Restoration & Remodeling look at warranty work as our sacred promise. Warranty work goes ahead of all work on the schedule. We feel it is important to see a warranty issue quickly and repair the problem even quicker.

We honor our Warranty Work.

Donn Peacock
Owner

Fix the Damage or Cash Out

Your home is the largest investment that most people own.

When you have an insurance claim you have the option of having the property repaired by a reputable insurance restoration contractor or taking the money from the insurance company and either not repairing the property or repairing it yourself. In many cases if the damage is more than $7,500 to $10,000 the insurance company will put the bank on the check. (It then becomes harder to actually get the money)

In the event you hire the reputable insurance restoration contractor they will do the repair in full, negotiate the signing of the check or the property inspection by the lender who was named on the check and pay all of the bills on the job giving you a lien relaese at the end. This is by far the easiest form of settlement and repair.

If you decide to cash out the claim your insurance company will prepare an estimate, pay you a depreciated amount (70% - 80%) of the claim and pay you the balance when the job is completed. You will only get the full dollar amount if all of the repairs are completed. You as the owner will have to fund all of the repairs "out of pocket" before you have the money. This is a considerable strain on finances. The larger the job the harder it is to fund the supplies and labor. You will also find that if a reputable contractor who is actually going to do the work writes the estimate it will be more complete than most insurance adjusters will write as the contractor is the one who is going to do the work.

In the event you do the job yourself you will not have a warranty should your work fail. A repautable contractor will warrant their work for a minimum of one year.

Since this is your largest investment it is important to keep your home in good repair so that it is a liquid asset that you can sell at any time. If you take the money and not complete repairs you have a home that may not be saleable in the market should you need to sell. Your home would then sell for far less than the real value.

Donn Peacock
Owner

The Importance of a Qualified Service Provider

In the current economic times it is important to select a company you do business with carefully.

Do they track a customer service metric? We do!

Is the location of their office listed in all mediums? We are!

Do they pay there bills and have good credit? We do!

Are they visible in the community? We are!

Are they listed in the Better Business Bureau? We are!

Do they have public Web comments on Yelp? We do!

Are they transparent in todays virtual environment? We are!

Just a few quick tips

Donn Peacock
Owner

The relevance of transparency in the virtual world

The driver in todays world is the transparency of business. The more you can open your company and lay the cards on the table through the virtual world the more accepting your business practice is.

We at Paul Davis Restoration & Remodeling - San Jose to San Francisco are rapidly transforming our business to total transparency. We are opening our website to explain our service, we are opening our business practice and encouraging our customers to comment about us on Yelp. We are actively seeking public comment that is not controlled by us. We are blogging and asking for comment on the blogs. This is new to allow public comment on service in our industry.

We have nothing to hide. We provide great service and a great customer experience. We prove this by opening ourselves up in the virtual world of business transparency. We do not hide behind a faceless website and little contact. We welcome site visits to our facility, we are proud of our employees and their level of training, we are connecting through our "friends" and are receiving an overwhelming level of referrals. We believe that future business growth will be recieved through the connections and referrals of friends on the web.

We are ahead of the curve on customer satisfaction, quality of product and service.

Give us a call and we would love to show you what we are doing to revolutionize the customer experience within the restoration business.

Donn Peacock
Owner

Customer Reviews - The Good with the Bad

As we open our company up through transparency we accept the good with the bad. Overall our customer service scores are extremely good. Unfortunately we do get some customers who will stretch the story for their own reasons.

We could try to quell the occasional bad review but, no, we feel it is more important to let you see all of the comments that come forward. One comment we have on the web is very damaging but not truthful. The customer was never at the property (it was her dad's home). She claims the dishwasher was leaking (we found a fork stuck in the door that caused the leaks). She claims that we charged 20% overhead and profit for granite in the kitchen (yes we do expect to make a profit) and she claims she had to get the insurance company involved (yes after we called the insurance company because the woman would not pay us). The complaints also came after we were trying to get paid (we never did collect the final payments from the customer). She claims the Better Business Bureau said we would not cooperate with them in an investigation (we carry an A+ BBB rating and have had no complaints filed for over 10 years)

The insurance executives who visited the home said the kitchen was gorgeous and they loved our work.

Yes we take the good with the bad and open our company to a level of transparency so that you can make the decision on who to use to work on your property.

Donn Peacock
Owner

Satisfied Customers - The real report card!

The man that wrote this is a Senior Vice President of a top 5 financial company in the United States


Donn, Ryan and Nick - you guys are obviously doing many things right!! In addition to the great support I've received from Alex and Connie (as I indicated in the previous email below), the restoration work - done by Jason Daniels and several others (Herman & Jesus) has been outstanding!!Not only has the quality of their work been good (which is great) - but as (or more!!) importantly, they've been a true pleasure to work with. Jason has shown himself to be a true professional in all aspects of the word...he's competent, communicative, responsive, flexible, extremely helpful - with a strong attention to detail, to time lines and a strong ethic around doing the best job he can.What's so cool about the way he works is that he brings things to my attention that I would not have known or thought of - and cares about the job as if he was working on his own place. He was completely detailed and thorough.As an example, I was in Europe for 2 weeks during the renovation - and he was thoughtful enough to send me pictures via email of the progress they were making. Not only did this assure me that things were progressing as they should - but it also gave me an opportunity to see the work they were doing and weigh in if anything needed attention, etc. This was above and beyond the experience I've had with any other contractor. It was much appreciated.I've also appreciated the quality of work - and the customer service orientation of several others who have worked on the house - including the folks who refurbished the hard wood floors and the folks working on all of the electrical fixes.So thanks once again for the great job - and the high caliber employees/subs you have hired. Nice job - and much appreciated!Thanks very much,
Bxx Sxxxxx xxx Ashxxxx Street San Francisco, CA 94117
On Sun, May 31, 2009 at 10:53 AM, Rxxxxx Sxxxxx href="mailto:xxxxx@gmail.com" target="_blank">@gmail.com > wrote:
Donn, Ryan and Nick - just a quick note to let you know how happy I've been with every aspect of the support Paul Davis Restoration has provided to me in the aftermath of a recent fire at my house. Everyone I've had contact with from your Company (and from your contractors as well) - has been professional, responsive, thorough, informed and friendly. It's been impressive...In particular, the support I've received from Alex Rosales and Connie da Costa has been more than terrific. Even though they both have been very busy with multiple projects, they've made my project seem like their only focus. They have been incredibly helpful, have consistently keep me updated on the status of various activities, and have provided valuable suggestions and advice as we go through the restoration process. I have complete confidence in them - and appreciate all the help they've provided. They represent the professionalism, competence and thoroughness of your Company - exceedingly well.Given the rash of fires in our neighborhood, I've had the chance to refer your services to others who have been impacted...I'm gladly serving as a reference for your company.Thanks again for all the help...it's made an unfortunate incident much easier to deal with. Thanks!Bxx Sxxxxx 741 Ashxxxx Stxxx San Francisco, CA 94117

What does the visit to the company facility tell you

Look at the visible clues and listen to your senses

• Are the trucks cleaned and serviced?
• Are the employees in uniform?
• Is the building organized?
• Are the employees happy?
• Is the accounting department organized?
• Is the owner in residence or out or touch?
• Are jobs scheduled on a job board?
• Is there a training room?
• Is there a receptionist to answer the phone?
• Are people busy?
• Are you greeted with Golden Rule Behavior in mind?
• Are there letters of recommendation posted?
• Are the bathrooms clean?
• Does this look like a company you wish to do business with?
• Are there customer service scores posted in the building?

We pass this test, Visit us anytime unannounced and judge for yourself

Donn Peacock

Owner

Look for the qualified and well equipped service provider

Look for a company that is able to complete the job at hand with well qualified company personnel, company owned and marked trucks, company owned equipment and a company owned facility. After all you deserve the best qualified company

Ask to see the company facility,

Ask to see the company owned equipment (not rented)

Ask to meet the owner of the company

Ask what type of customer service training is provided

Ask to see the customer service training manuals

Ask to meet the person that answers the phone

Ask to meet the project manager

Ask to talk to the bank to reference the company

We stand by our reputation,

Donn Peacock
Owner

Look to the scope not the price

A good Insurance Restoration contractor will walk a damaged job site and write a good complete scope of work. The price is not of major concern at this point and should not be anything that concerns the insured. The unit pricing that is applied to a good scope of work is what we call Xactimate unit pricing which is the insurance standardized pricing for a particular area. These are prices the insurance companies agree are correct for a given area.

Unscrupulous contracting companies will write a comparative scope but leave out items or cut short quanitise so that there price seems lower and they can sell the job on lower price. All good jobs start with good scopes of work. Th unscrupulous contractors will start low and change order the job.

We at Paul Davis Restoration & Remodeling start with a good complete scope of work. The pricing falls in when Xactimate is applied and the pricing is submitted to the insurance company. As the insured you should concentrate on selecting the best contractor for the job. Unit pricing is what the insurance companies negotiate with the contractors. If Xactimate is applied there is nothing to negotiate at that point.

As the inured you need to focus on scope not price!

Donn Peacock
Owner

How important is Quality and Customer Service to the company you are hiring?

The company you hire should be living and breathing the value of quality and customer service on a daily basis or you quite simply are not getting what you are paying for!

Some companies place those two mantras on their website or in literature but do they back it up. This is a tough company culture to move in the proper direction.

We have worked on this for 23 months with weekly training and daily meetings. The dial is moving in the right direction for us and we are seeing big leaps in the areas of Quality and Customer Service. It takes a total commitment from the owner through every employee. We hire to "fit the mold" and have the proper focused people on our staff.

"Talking and Doing are two very different things". We live the Customer Experience daily and drive it through every aspect of our business. It takes years to affect a positive change and those companies not currently moving in the right direction will have a hard time moving the dial.

We know, We have done it!

Donn Peacock
Owner

What is your skillset?

All of us need to continue to improve upon our skill set in all of our endeavors. We here at Paul Davis-San Jose to San Francisco are constantly working on improving our skills. We have weekly customer service training, weekly Project Manager training and periodic professional training for our technicians which keeps them certified in the jobs they perform.

We believe in training. It is a cost of doing business that we are happy to invest in. This is one reason that our employees love working here and why we attract the best in the business.

Constantly striving to remain a market leader.

Donn Peacock
Owner

Why hire a busy company like us?

The old saying goes, "If you want the job done right you hire a busy person."

This is an age old saying that rings true in any business. We get what it takes to please the customer and work in a tight scheduled environment. Our Project Managers are working full days. They are not taking their eyes off the ball. We get hired because we have a great referral base that refers us to jobs. That referral is worth a thousand words. This means that we have a covey of satisfied customers that want the job done right.

We monitor every job for customer satisfaction. Our customer service focus is driven by TOMA (Top Of Mind Awareness). We teach it, we practice it and we monitor it for a customer driven level of satisfaction.

Paul Davis Restoration & Remodeling, San Jose to San Francisco is the highest rated customer satisfaction company in our line of work in the Bay Area.

Donn Peacock
Owner

Is it about the flooded house or is it about the overall experience?

It is not about the flooded house or the fire in the residence.

What we focus on is the customer experience. We keep our eye on the customer and what needs to be done. We listen to the customer with great care. We care about the overall experience. In the end did the customer feel like they were taken care of. What is it that they really want to have done.

It isn't always about the sheetrock and paint.

We treat the customer like family. We take care of their most prized possessions first. We look after the animals and pets. The photos and heirlooms.

We are here now, everything will be OK.

Donn Peacock
Owner

Why the Business Community Loves our Service

The local business community loves the emergency services that are provided by Paul Davis Restoration & Remodeling - San Jose to San Francisco for the simple reason that we get the job done. We focus on completing the job on time and efficiently with a proven track record for keeping the business in business. We understand the tremendous affect a business disruption can cause to a business.

We quite simply get the job done!

Donn Peacock
Owner

Capacity and Capability - The Large Loss

We at Paul Davis Restoration & Remodeling - San Jose to San Francisco have built our company capacity to respond and complete the large residential and commercial loss. We start with the immediate Emergency Services need and can then complete the job all the way through reconstruction.

We have recently responded to a large commercial water loss when a 250,000 square foot building was flooded by a dislodged fire sprinkler. We had a full force of personnel and specialized equipment that began work within 1 hour. We completed the entire job within six days. The company never missed a beat and continued to operate throughout the process.

We own a specialized commercial water extraction machine that is trailer mounted and can remove water in large multi story buildings. This is available to dispatch immediately 24 hours of the day. We can extract water on up to three multiple floors with no loss of extraction pressure. This enables us to remove extremely large volumes of water that ultimately will migrate through the building and extend drying times.

We are the only company in the Bay Area that has this capability.

Our Capacity and Capabilities are unmatched on the large loss.

Donn Peacock
Owner

Hiring The Right Company

"When you want the job done correctly and on time you give it to a busy person."

We at Paul Davis Restoration & Remodeling - San Jose to San Francisco are busy for a good reason. We care about you and what your expectations are. We listen and we connect with you for a great experience. We are committed to meeting you through an excellent base of referral business.

Commitment is answering the phone and getting you the answers you need promptly. Having a project manager working in the office 7 days a week. Answering the phone and calling you back at any time of the day or night any day of the year. You just may be talking to the owner at that point, yes we work in our business and are listening to what you have to say.

We know that if the owner is involved that we are closer to the pulse. We do business at the speed of business. If your pace is fast, our pace is fast.

We love what we do and respect your every need as a client.

Every customer experience comment and score is posted in our office for all to see. We have nothing to hide. We will work to earn your business and respect. That I promise you!

Donn Peacock
Owner

Continuing Education Classes [CE Credits]

Paul Davis Restoration & Remodeling - San Jose is certified by the State of California to teach Continuing Education classes in Insurance Restoration. We were selected by the State of California as an education provider due to our continued expertise and commitment to providing an excellent work product.

We offer classes in Structural Drying and Fire Restoration to Insurance Professionals. Class sizes are limited to 25 professionals. These classes are attended by agents and brokers at our San Jose Contents Processing Facility. Insurance Brokers and Agents supplement their knowledge as well as fulfill their requirements for continuing education.

The classes are taught by Donn Peacock who is the owner and is the certified instructor. Ryan Peacock assists in the classroom environment. Comments in regards to the classroom experience have been laced with praise for the real world approach and the wealth of knowledge that is presented. This has been one of the finest Continuing Education classes attended by many Insurance Professionals.

Call Kelly at our office for the next class date and to reserve a spot. We look forward to meeting you and being another source to assist Insurance Professionals in extending their knowledge.

Donn Peacock
Owner

On-The-Job Performance/INTEGRITY

This is a letter sent to our company by a satisfied customer

To: Paul Davis CEO

RE: Restoration San Mateo County

From: June B-B, PH.D.

Subject: On-the-Job Performance/INTEGRITY


I wasn't surprised on your two employees, Alejandro and Elio getting the job done; particularly since Elio said, "We want to get the job done to the customer's satisfaction."

What did surprise me was their integrity. They refused a tip even to the point of letting me know that they had plenty of water and sandwiches!

It's been awhile since an on-the-job employee whom I may never see again, displayed that kind of integrity. I wanted you to know that with that kind of performance on-the-job, you should have no problem maintaining and attracting new customers.

Respectfully,


June B-B, PH.D.
160 XXXXX XXXXX Drive, Hillsborough, Ca 94010

Great Service (Unedited Customer Email)

Donn, Ryan and Nick - just a quick note to let you know how happy I've been with every aspect of the support Paul Davis Restoration has provided to me in the aftermath of a recent fire at my house. Everyone I've had contact with from your Company (and from your contractors as well) - has been professional, responsive, thorough, informed and friendly. It's been impressive...
In particular, the support I've received from Alex Rosales and Connie da Costa has been more than terrific. Even though they both have been very busy with multiple projects, they've made my project seem like their only focus. They have been incredibly helpful, have consistently keep me updated on the status of various activities, and have provided valuable suggestions and advice as we go through the restoration process. I have complete confidence in them - and appreciate all the help they've provided. They represent the professionalism, competence and thoroughness of your Company - exceedingly well.
Given the rash of fires in our neighborhood, I've had the chance to refer your services to others who have been impacted...I'm gladly serving as a reference for your company.
Thanks again for all the help...it's made an unfortunate incident much easier to deal with. Thanks!
Bob XXXX
741 XXXXX Street
San XXXXX, CA 94117

Service to the End

In our weekly customer service meetings we occasionally ask our employees what they see is different in our company than other companies they may have worked for. One overriding point that they see is:

Service to the end

What does this mean?

• We serve our customers from the first contact all the way to the very end of every aspect of the job. This is huge in an industry like ours. Many competitors will complete work only so far hoping at some point that the customer just stops calling. We are there all the way through the job and we are responsive for all warranty work all the way through the warranty period as well.

We serve to the end!

Donn Peacock

Owner

It really is "All about the Customer"

Yes it really is all about the customer. We at Paul Davis Restoration & Remodeling live and breath the customer experience in everything we do. We prepare ourselves to deliver a Superior Customer Experience by:

• Teaching Customer Experience one day a week for one hour to all employees
• Discussing and keeping the customer experience"Top of Mind" in daily management meetings
• Staying connected with some of the top minds in the customer service arena to constantly improve service
• Think tanking weekly our jobs and our customer needs
• Having our independent Customer Service Coordinator talk to you weekly to insure great service
• Measuring our service levels on every job and teaching any service failures to our people to rectify any issues
• Listening to our customers
• Knowing the difference between a job site and a home
• Caring
• Remaining "Hands On" in everything we do
• Providing you with continual access to all levels of management within our company

Yes it really is all about you at Paul Davis Restoration & Remodeling

Donn Peacock

Owner

We are here now, everything will be ok!

When we arrive at your property you will quickly understand our passion to assist you.

You will experience what we mean when we say,

"We are here now, everything will be ok!"

Donn Peacock
Owner

We speak English!

When we arrive at your door we pledge the following:

• Our employees will be dressed in clean uniforms
• Our field personnel will have their names on their uniform for identification
• Our service vehicles will be clean and organized
• Our employees speak English so you can discuss your job with them directly
• You will be completely satisfied with our service
• We will give you a complete assessment of the situation and provide you with the proper guidance so you are able to make informed decisions

We will guide you through the process as if your emergency situation were our own.

Donn Peacock

Owner

I want to hear about it!

If during your experience with Paul Davis Restoration & Remodeling you feel you are not receiving Superior Customer Service I, Donn Peacock, as owner of the company want you to call me personally so I can see to it that any and all issues are immediately rectified. Call 408-566-0600 and you will be connected with me.

Our mission is to create the highest level of Superior Customer Experience for you personally.

We care and we are concerned.

Donn Peacock
Owner

Lowering Property Taxes During a Disaster

I recently met with the County Assessor Of Santa Clara County and he passed on some valuable information that is a help to all property owners who suffer a major loss on their property.

In the event you suffer a catastrophe loss such as a fire in your home you can apply for the County Assessor to reduce your property taxes through the lowering of the assessed value until the property is repaired.

This tip is one way to assist you in recovering from a major loss.

We at Paul Davis Restoration & Remodeling will always put you at the focus of our abilities to assist you to fully recover.

Donn Peacock
Owner

Training & Events - Paul Davis Restoration & Remodeling of San Jose in Santa Clara, San Mateo, San Francisco, Santa Cruz, Monterey, and San Benito Counties

Training & Events - Paul Davis Restoration & Remodeling of San Jose in Santa Clara, San Mateo, San Francisco, Santa Cruz, Monterey, and San Benito Counties

Double Click training and events above to view YouTube of the Paul Davis National Training Center.

Are we here to stay?

It is important for you to hire companies that are fully vested in the local community and are here to stay. (You will ultimately get a job all are proud of)

At Paul Davis Restoration & Remodeling-San Jose we:

• Own our own 11,500 square foot building in San Jose
• Obtain business licenses for all cities we work in
• Pay local taxes
• Run a business enterprise that maintains hours of operation (although we are open 24/7)
• Maintain fully staffed phones (not answering machines)
• Operate fully maintained and clean vehicles (after all we will be parked in front of your home)
• Provide all of our workers with uniforms that are worn daily on your job (we do not believe in t shirts with inappropriate language or pants with holes in them)
• All uniforms display the employees first name so you know who you are working with
• Our image and professionalism will reflect in the type of job you get
• All employees are schooled weekly in the customer experience (you will see the difference)

Hire a professional, Hire Paul Davis Restoration & Remodeling-San Jose

Donn Peacock

Owner

Is the Contractor in the pickup truck really cheaper?

The price only looks cheap in the beginning.

When you hire Paul Davis Restoration & Remodeling-San Jose we will:

• Insure that all of the bills on the job are paid on time
• Finish the entire job 100%
• Our Customer service representative calls once a week to review our performance
• Give you a written warranty you can believe in and we stand by
• Provide a written schedule that we stand by
• Insure that all of subcontractors are insured and licensed by the state
• Cover and protect floors and personal property at the job site
• Insure that all labor is paid
• Respect your right to privacy while in your home
• Work off a detailed scope of work room by room surface by surface
• Provide great quality workmanship every time
• Provide 24/7 communication (call us anytime)
• Exceed your expectations
• Call you to let you know when we will arrive
• Arrive at your home on time every time
• Provide legal workers who pass criminal background checks
• Carry proper insurance for all workers
• Provide all workers with health and vacation benefits (as it should be)
• Listen to your feedback and concerns
• Finish the job to your complete satisfaction

The benefit of low price quickly fades as the construction experience unfolds

Hire a professional; Hire Paul Davis Restoration & Remodeling-San Jose

Donn Peacock

Owner

Customer Quality Surveys - What is the value?

The constant monitoring of customer satisfaction is a key element in a companies success. Without completely satisfied customers a company is in a state of slow decline.

Work with companies that monitor your experience and that can assure you of your satisfaction. Realize that a company that is dedicated to an excellent customer experience is one that will listen to your concerns and fulfill your expectations.

Paul Davis Restoration & Remodeling teaches customer service to all employees one hour per week in its San Jose Training facility. Our Customer Service Representative is your advocate within our company. She calls you every week to monitor the level of your satisfaction.

It will not cost you any more to use a company that cares about you and the level of your satisfaction.

Donn Peacock
Owner

Employee Quality

Employee quality is all about the person standing at your door and what the quality of their training and personal background is.

The public today should be demanding the most highly trained technicians who have backgrounds that are beyond reproach. The workers training should be by independent training institutes with a clear test for proficiency.

Criminal background checks should be done by independent companies on every employee who steps across your threshold or works in your building.

Nothing less should be acceptable to you, nothing less acceptable to Paul Davis Restoration & Remodeling.

Donn Peacock
Owner

Full Service Restoration - What Does It Mean

Full Service Restoration means that one company handles all of the multiple facets of an Insurance Restoration loss. One company has all of the expertise under one roof. The work is done by company employees who complete the work on a timely basis and on budget.

The alternative is in hiring a company that "farms" out the work to subcontractors. Your first question will always be "Who is in charge?" This is called a paper contractor. They mark up the work and are not directly responsible for quality or timeliness only for making a profit on the work of others.

Paul Davis Restoration & Remodeling is a full service insurance restoration contractor.

Donn Peacock
Owner

What does Emergency Services mean?

Emergency Services is the immediate response to a situation within a home or commercial building to mitigate damages caused by an extraordinary situation.

• Water release in a building caused by a broken plumbing line, a fire sprinkler release, an overflow of a toilet or sewer line, a roof leak from a storm, a collapsed roof or any other sudden similar situation which causes damage to the property.
• A fire of any sort that causes damage to the structure or personal property within the building
• A collision into the building of any sort

A proper response by your emergency services contractor is to have the proper labor force and equipment to mitigate (stabilize) the situation. This includes all of the proper materials, trained and certified personnel, equipment that is maintained sufficiently and proper for the job at hand

Our technicians and carpenters are trained to move to the job site immediately upon receiving a dispatch from our project managers.

Our vehicles and equipment are staged for immediate dispatch. Cleaning and restock occurs after each job.

We train in all aspects of emergency response so that the labor and equipment on the job is ready to respond and work quickly and responsibly

When you call Paul Davis Restoration & Remodeling you are calling a preferred First Responder of many of the Fire Departments within our service area.

Can you afford to call anyone but the absolute best at what they do when your property is at risk?

Donn Peacock

Owner

State of Mind in a Fire Loss

Fire loss victims are in a delicate state of mind in the midst of the loss.

The items they need to have immediately processed, cleaned, dried and protected are items such as family photos, heirlooms, religious artifacts, old books, family papers, jewelery, and their most personal items. Too many times they are bombarded with "helpful friends, family and/or neighbors" opinions of what needs to take place. They become confused when non professionals give opinions and are overly critical of what is taking place.

The damaged property needs to be secured and dried immediately. Leave items such as clothing in the home and let professional companies deodorize and clean. Do not take items of clothing to friends or relatives houses. You will cross contaminate other homes with the smoke infected items. Photos can be removed and dried and cleaned by professionals. Personal property should be inventoried removed to safekeeping cleaned and stored.

Concerned relatives, friends or unsuspecting individuals who slow the process are allowing additional damage to the items. This is called secondary damage. Allow the professional companies to process your items quickly. "Time is of the essence."

To many times the process is slowed by helpful friends or relatives who may not trust the insurance restoration professional. Find the best company you can and let them do the work. Find a company that will work for you and help you to restore your personal property to the condition you are entitled to.

Donn Peacock
Owner

Is there content on the web site?

When you are searching for an Insurance Restoration Contractor are you evaluating who they are through their web site? Is there real content on the site or is it bells, whistles and mirrors?

The company should be stating the jobs they have completed to date. What is their actual experience? Have they completed a lot of relevant work and are their customers satisfied? Does the company have highly qualified technicians who are trained or is all their money spent on marketing? Many companies do not train their employees. Many companies spend a lot of their money marketing insurance companies but little to train employees or provide you with a quality experience.

At Paul Davis Restoration & Remodeling training is not a once a year event. Training is a weekly scheduled meeting with every employee in the company. We are dedicated to your satisfaction and a Wow Customer Experience.

We have documented customer satisfaction reports with CSAA insurance company over a three year period. We completed over 100 jobs per year (one year 162) with an evaluation of 1 - 10 in 2003 we had an average score of 7.38; in 2008 we had an average score of 8.66; in 2009 year to date we had an average score of 9.1. What does this say? It says that our customer service training has improved our customer satisfaction dramatically.

Call us and we will show you what we can do!

Donn Peacock

Owner

The Good News: You have insurance; The Bad News: You have no idea who to use.

Get references, that age old adage. Yes we believe in you checking out the company you are using.

• What is the quality of the installed work?
• Does the company providing service have a superior Better Business Bureau Rating?
• Does the company return your phone calls promptly?
• Are the workers in your home subject to background checks?
• Does the company pay their bills promptly?
• Is your contractor or emergency services provider focused on the entire customer experience?
• Is the owner of the company fully engaged in the business and dedicated to your complete satisfaction?
• Have you done a surprise site visit to the contractors office (a good indication of the state of the business and their philosophy of customer satisfaction)?
• How long have they been in business?
• Do they have the capital to complete the job?
• What is the condition of their equipment including trucks?
• Are they truly a "Going Concern"?
• Does the company have a banking relationship?

Your home is in many cases the largest single investment your family has.

Check out your contractor, know in your own heart which contractor is right for you.

You have a choice,

Donn Peacock

Owner

How Credit Worthy is Your Insurance Restoration Contractor

The credit and capitalization of your Insurance Restoration Contractor is of primary importance in the timely completion of your job.

What does this mean and why should it matter to you?

Insurance Restoration Contractors who have capital (money) in their business are much better equipped to complete your job on time and on budget. They are not "Robbing Peter to Pay Paul." In today's economic climate this is of prime importance.

Contractors with little cash are working day to day, paying their bills halfheartedly which will cause problems on your job. It is important to get bank references on your contractor and actually call their references which can help ease your concerns on who you are really working with. Find out if your contractor has had liens placed on the work they have competed for non payment of bills. You do not want your project burdened with Tax liens, Mechanics liens, Labor and Material liens or unpaid bills. Working with a well capitalized reputable contractor is a must.

Work out a payment schedule with your contractor and insurance adjuster so that the project is funded by the insurance proceeds and delays are a minimum. Your draw schedule should pay for work that is completed to date. A contractors cash supplements working capital between draws on the project. On large projects your contractor will require draws at set intervals to insure all bills are paid promptly. Insurance Restoration Contractors manage the project of rebuilding your home or office but are not in the position to finance the project in total.

It is important to work with a company like Paul Davis Restoration & Remodeling who understands the entire project and all of the parts of the financial and construction equation.

Donn Peacock
Owner

Certifications - What does it mean?

In the Insurance Restoration Industry there is a training and certification group that is the main certification body called the IICRC (Institute of Inspection Cleaning and Restoration Certification). Professional companies in our industry send their managers and technicians to this organization to train and certify.

We at Paul Davis Restoration conduct these schools through certified instructors and provide training for all of our employees. Many times a company will say they are certified but only one manager in the company holds a certification. In some companies they have no certified employees or as we call them technicians.

It is important to be sure that the technician on your job is certified and trained in what he or she is doing not just the manager. This quite simply is called "raising the bar."

A certified Technician by IICRC Standards is:

• Qualified by service and examination with a satisfactory score to ascertain their competency.
• Demonstrated a through and working knowledge of cleaning and restoration techniques to the satisfaction of an approved IICRC instructor.
• Pledged themselves to strive constantly to promote the goodwill of those they serve and to use their best talents to preserve by proper care the properties of their customers.
• Agreed to subscribe and continue an effective training program approved be IICRC to upgrade themselves as a true professional.
• Pledged to hold above all else honesty and through workmanship in all their customer relations.

Ask all Emergency Services Technicians working in your home or business to show you their IICRC certification cards. They will be proud to do so.

My IICRC registration number is #28400

Donn Peacock

Owner

A Heartfelt Customer Service Report

Our Customer Service Representative calls our customers weekly as we are working with them to check on our service and to ask our customers the NPS (Net Promoter Score) question. On a scale of 1-10, how likely would you be to recommend Paul Davis to a friend or family member?

The following was a call made on 3/10/2009 to S M of Carmel.


On a scale of 1-10 she rated us a 10.

Her additional comments part of the survey had the following comment.

She said that words cannot express how happy she is. She told our guys how grateful she was for everything. What a tremendous group of people we have! It did take some time to get it done, but they did a beautiful job. She has everyone admiring it. Michael came out first and was absolutely wonderful. During the course of his time out there she found out she had breast cancer, and now bone cancer as well. When Mike finished his portion of the work and was leaving he stopped to say, "I hope you get well real soon." She was overwhelmed.

They were all like that. Everyone was thoughtful and caring. When Joe finished, he told her that she was a "Super nice lady" and that he would never forget her. It was such an extraordinary experience. They all went way beyond what was expected. She kept thinking how wonderful it was to have professional, kind people in her home day after day, doing the fabulous job they did.

Donn Peacock
Owner

Payment Processing - How does it affect you?

A very important part of every insurance restoration transaction is the processing of payments by your insurance company.

First the Restoration Contractor must present a timely and through billing to your insurance company. The Restoration Contractor must respond in a timely manner to answer all questions and to provide any needed backup information. At that point the insurance company needs to pay the bill promptly so that the business at hand can proceed in a timely manner. Payment delays can place your project, the restoration of your home or building, at risk.

The timely payment of the contents portion of your claim will assure that the contents are brought back and reset in your home when the project is complete. Too many times the insurance company will wait to review this portion of the claim until the end of the project. This delays the resetting of your personal property until the contents restoration is paid in full. These items are returned after payment for services.

Talk to your insurance company and follow the payment process as well so the hard work of your insurance restoration contractor is rewarded with fast complete payment and the project does not have any undue delays.

Donn Peacock
Owner

Urgency - Does it make a difference?

You bet urgency makes a difference. Hire a company that knows the meaning of the word urgency and practices it every day. Insist on urgency when you are working in the realm of insurance restoration. We see projects delayed daily due to indecision, non decisiveness, and plain old laziness. Calls should be returned daily if not sooner by us as well as your insurance adjuster. Your request should be handled with the utmost urgency and consideration. This needs to occur every time you call your restoration professional or your insurance adjuster. All parties need to respond with urgency.

Our company makes it a policy to handle all calls and requests promptly. This does not always happen in the business cycle of Insurance Restoration. Carefully see who is not responding in your transaction and move the request up the line to their superior. Let them know that this is not acceptable to you. We personally document the time of day and issue on calls when we see a situation that is hampering the urgency with our transaction.

Customer service is our number one priority. Anything less than a superior Wow experience is not acceptable.

Donn Peacock
Owner

Size Matters!

Paul Davis Restoration - San Jose/San Francisco is a large restoration company and has more specialized equipment and manpower than small owner operators. When your property and health are at risk you want to hire a company that can put the proper number of trained employees on the job to complete the work efficiently. Paul Davis Restoration - San Jose/San Francisco is that company. We are the largest Restoration and Emergency Services Contractor in the San Jose/San Francisco Bay Area.

Due to the size of our company we are able to constantly train our people and certify them in all facets of the business. We keep up to date with the most effective methods, training and equipment. Our people train in a simulated environment, a training house built in a warehouse that we test equipment and people in. This equates to great quality and service from knowledgeable people. You will be working with the most qualified service provider in the San Jose/San Francisco Bay Area.

Call us for an evaluation of you situation 24/7/365.

Donn Peacock
Owner

Crawl Space Flooding

It is essential that you pump out water in a crawl space immediately. Water under your home can and will affect the stability of the foundation and piers under the home. As well the damp situation can cause mold growth which will eventually affect the air quality within your home. Sewage will immediately affect the air quality within the home.

Water can enter the crawl space from broken water pipes, broken sewer pipes, ground water surfacing under the home or surface floods. All of the sources are potential health risks depending on the quality of the water when it enters the space (a water pipe leak being the cleanest and sewage and /or surface water being the most contaminated).

Workers are required to wear PP&E'S (Personal Protective Equipment) and to work safely. A crawl space is considered as a confined space and a worker should never enter the space alone. A spotter is always required for worker safety. Your insurance company, in the event it is a covered loss, should not have an issue paying for this "extra person" since this is governed by OSHA regulations.

Hire professionals who understand working in these environments and have a full understanding of completing the job properly to alleviate health and safety concerns as well as protect the structural stability of the building.

Donn Peacock
Owner

Completely Satisfied Customer

This is a quote from a completely satisfied customer on 3/4/09.

The customer is KG (Name withheld for privacy reasons) Insurance company State Farm. Property address is San Jose.

In regards to the NPS question -On a scale of 1-10, how likely would you be to recommend Paul Davis to a friend or family member?

"She would rate us a 15 if she could."

Additional comments:

"The guys are so nice. She couldn't ask for a better crew. They have the house immaculate. You can tell work has been done, but they clean up afterwards. There isn't any mess. It's so clean and well-kept."

Donn Peacock
Owner

Sewage Losses

A sewage loss is a loss that occurs from liquids that come from below the wax ring of the toilet or from the toilet bowl when there is feces or urine in the bowl. This usually occurs due to an obstruction in the sewer lines which causes a backup. This liquid and solid substance is highly contaminated and needs special attention. All porous material within the structure that the liquids touch must be removed from the structure and the parts of the structure that remain must be disinfected. The affected area is disinfected by utilizing a disinfectant and allowing it to dwell on the structural members per the manufacturers recommendations. Items that need to be removed includes wet drywall, wet carpet, wet pad, and any wet porous material which would include particle board cabinets.

Restoration Technicians should wear the proper PPE's (Personal Protective Equipment) which includes a proper respirator, proper rubber gloves and a tyvex suit. The protection of workers and inhabitants is essential and should be a part of the protocol for proper cleanup and emergency service procedures. In substantial losses the area should be contained and a negative air machine should be installed during the process.

Once the structure is disinfected normal drying procedures can be utilized. Do not allow air movement in the affected area until the affected part of the structure has been properly disinfected. Sewage losses can be deemed a health risk and it is important to have companies work the loss that have the proper experience and training.

It will not cost you more to work with a professionally trained and equipped company.

Donn Peacock
Owner

Where is your Restoration Contractor from?

Our website is very specific as to who we are and where we are located. We are very forthright about all of our information. If you see it on our website it is verifiable.

We see many competitors who advertise and do not give an address or a way to contact them except an 800 phone number. Why would they not want to let you know who they really are?

We believe that full verification and disclosure is a basic tenant of serving the community. What do businesses have to hide. Are they paper contractors who farm the work out once you call?

The people we send to your job are our employees and we have done background checks on all of them. You also can drive into our company owned building at any time to talk with us or visit.

We are here to serve you !

Donn Peacock
Owner

Wet Hardwood Floors

Wet hardwood floors that are wet and buckled can be dried in place as long as they are solid hardwood and not laminates or engineered floors. A wood such as solid oak will return to the same state it was in prior to getting wet once it is properly dried. The floor needs to be set to properly dry with the proper containment, air circulation system such as drying mats, proper dehumidification and metered monitoring.

The key is to get to the floor quickly and begin the proper water extraction which is done through a specialized mat system. General Contractors who are not experts in drying want to remove the floors which expands the size of the job in dollars and is a huge inconvenience.

If you have ever lived in a home during hardwood floor replacement and sanding you know how disruptive this can be. All furniture will need to be removed from the site. The entire area needs to be contained. The dust from the sanding is a fine dust and will infiltrate your entire home. The fumes from the finish are hard to live with.

Drying of the floors is a very viable and non disruptive method of handling a wet floor.

Donn Peacock
Owner

Wet Drywall

Wet Drywall is restorable in the event that it is not on a ceiling where the drywall is "sagging". This of course is true on clean water losses only. There is no need to cut and replace drywall as long as the proper ASD (Applied Structural Drying) methods are utilized. The Insurance Restoration process is changing due to developments and studies that have been conducted to improve the drying methods. The old fashion method of tearing out drywall and carpet is obsolete on clean water losses.

The other major benefit of drying in place rather than tearing out is saving the disruption to your life or business by creating a major construction project in the middle of your home or business. We dry all finishes in place and then determine if a particular finish needs to be replaced due to damage.

Donn Peacock
Owner

What is 24/7/365?

24/7/365 is a total commitment by a company for its customers to be able to reach a project manager or responsible party within minutes any time of the day or night any day of the year.

An easy thing for a company to put in an advertisement but a difficult thing to achieve day in and day out unless the company you are working with is completely committed to driving excellence into the entire customer experience. Our commitment as a company is we stand behind everything we do any time of the day or night. This is a way of life in our company.

We at Paul Davis Restoration & Remodeling are busy on holiday weekends and off hours because we actually answer the phone and work with our customers. This is not just something we do for the first call. We live by this. When you call at 3:00 am in the morning you will be patched through from the answering service to a company employee and will most likely be speaking to the owner of the business or one of the top three managers. Why? Because we believe customer service is a way of life. We believe customer service is not a department or an occasional company event but is the responsibility of each and every employee from the top down every hour of the day and night every day of the year.

We never close is a reality!

Donn Peacock

Full Service Insurance Restoration

Insurance Restoration is a complex business with many areas of expertise needed to complete the total project.

Paul Davis Restoration & Remodeling is a Full Service Insurance Restoration Contractor. What does this mean? We take charge of the total job from first call and providing the initial emergency services through full reconstruction and resetting all of the personal property back into the job. We assist you with every aspect with our own employees. You will not be calling five different companies trying to coordinate all facets of the job. We handle everything, one call one contact. This is what you are entitled to and this is what we will provide to you.

We are the only Full Service Insurance Restoration Contractor in our service area.

Proven performers working with you side by side, assisting you in putting your life back together one day at a time.

Donn Peacock

Secondary Damage in Structural Drying

Secondary Damage is caused when a drying company working in your home or building is not fully trained in structural dying methods and utilizes air movement without the proper amount of dehumidification. The excessive air movement evaporates the moisture into the air and personal property is damaged from the excessive humidity.

Items that can be damaged are works of art, photographs, papers, books and all items of personal property. Hiring trained and certified personnel and companies makes a difference. You get one chance to do the job properly. Our employees at Paul Davis Restoration & Remodeling are certified and aware of the effects of improper drying methods.

Donn Peacock

ASD Applied Structural Drying

ASD (Applied Structural Drying) is a method of drying buildings that are wet from water intrusion. This method is Certified by the IICRC as an approved method of structural drying and utilizes the most efficient equipment available today.

On a clean water loss we no longer need to remove drywall and carpet and move massive amounts of furniture. The ASD (Applied Structural Drying) method utilizes extremely efficient water extraction, dehumidification, air movement, digital monitoring of air and materials and a scientific method of drying which insures less disruption and less in building construction.

Under ASD (Applied Structural Drying) methods you will see set in your home or building the following equipment:

• LGR (Low Grain Refrigerant) Dehumidifiers - Very efficient and will remove grains of moisture to a level lower than standard dehumidifiers. We utilize Phoenix brand which is the most efficient LGR on the market in its size range.
• Axial Air movers - These air movers push two times the amount of air as a standard (snail shaped) air mover.
• Xtreme Extraction water extraction equipment - Removes all but about 4% of the water that has infiltrated the home. Standard Wand removal is not comparable and leaves most of the water in the pad and carpet.
• Digital read thermohygrometers which read the moisture content in the air and the temperature of the air to calculate grains of water in the air. These are also used to test the Dehumidifiers daily to see if they are achieving grain depression.
• Hammer probes to test the level of water in hardwood floors and framing.

We measure control points within the structure to set EMC (Equilibrium Moisture Content) goals for different material types.

We like to call our method 'The Science of Drying". This is a very specific method that has been tried and tested with IICRC Certification. Our technicians are all certified in drying not just the owner of the company. For your building insist on seeing the certification card of the people in your home and of the crew chief. It makes a difference.

Donn Peacock

Better Business Bureau and NPS Ratings

When hiring an Insurance Restoration Contractor research their abilities not only in providing a great quality project but in providing a level of superior customer service. The total interaction between customer and company is a huge part of what you are paying for. Of course we all put up great comments about our most satisfied customers but what about the total picture? When looking into a service provider ask to see their customer service scores over the past year. Ask how many customers are put on a do not call list (This is the list they know will give them bad results so the company does not put them in their sample group).

Check the Better Business Bureau and the State Contractors License Board for complaints against the company you are considering. Complaints are the tip of the iceberg in many cases.

We at Paul Davis Restoration & Remodeling have a current NPS score of 52 with a zero do not call and a Better Business Bureau Rating of A+ over 10 years. We stand by our reputation and in particular the ratings we receive from independent rating companies. We work hard at delivering an excellent customer service experience. After all this is a huge part of what you are paying for as a consumer.

Donn Peacock

Working with Insurance Restoration Professionals

With the state of the economy and construction in general there are many contractors who are migrating into the insurance restoration field to get work. They are not uniquely qualified to do the work that we in insurance restoration specialize in. First and foremost they are contractors where we in the field are insurance restoration service providers.

Insurance restoration contractors understand the methods of pricing and negotiating with insurance companies. The unit price language we in the field live by is far different than lump sum pricing that most contractors live by. Insurance restoration professionals provide detail price breakdowns, photos, diagrams, cause statements and job progress reports.

Having a standard contractor do an insurance restoration job is much like fish out of water. They do not understand the pricing and working with adjusters. They do not have the software that speaks the insurance language. They do not understand code upgrade work and how it is priced.

We at Paul Davis Restoration will help you walk through the process working with you and your insurance company providing you excellent customer service during your time of need. Remember it does not cost you more to work with the best. We rate our service and quality on every job! Customer service in our company is not a department, it is each and every employee and each and every customer contact. Driving excellence in to the process one step at a time!

Donn Peacock